Senior Client Support Analyst

📋 Description

• Provides specialized knowledge to clients and the account team, educating customers on patient experience surveys and data collection methods while maintaining regular communication with the Advisor assigned to the account.

• Engages in client calls as required.

• Conducts audits, interprets data, and offers guidance based on recurring monitoring and maintenance metrics to ensure client adherence to government-mandated data collection standards.

• Oversees, updates, and modifies all patient experience products and services for a portfolio that primarily includes Press Ganey’s most intricate and strategic healthcare system accounts.

• Prioritizes tasks and manages timelines to meet client deadlines for projects and fulfill internal service level agreements.

• Keeps both the client and the internal Press Ganey account team informed about the progress of client projects and requests.

• Acts as a subject matter expert (SME) resource for internal teams.

• Promotes a collaborative team atmosphere for both internal and external clients.

• Delivers ongoing support for both new and existing products.

• Contributes annually to at least one cross-departmental internal initiative focused on developing or enhancing processes, serving as either lead or co-lead.

• Participates in cross-training as necessary to gain familiarity with Press Ganey products.

⛳️ Requirements

• A Bachelor's degree is mandatory.

• A minimum of 2-4 years of experience in a Client Support Specialist position, showcasing the ability to manage large and strategic customer accounts.

• Exceptional written and verbal communication skills are essential.

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, etc.) is required.

• Proven ability to analyze various data sources, including client budget and contract details, to develop and implement a survey distribution strategy.

• A demonstrated quality-focus, with strong organizational capabilities, attention to detail, and the ability to prioritize tasks and manage time efficiently.

• Established experience in managing complex and strategic client accounts.

• Fully responsible for processes related to assessing, investigating, and managing key client requests with minimal oversight.

• Shows enthusiasm for work and is eager to learn from colleagues and through self-paced eLearning.

• Capable of mentoring new associates and taking on a leadership role within the team and department.

• Adaptable to a fast-paced, innovative, and changing environment.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities

• Paid time off